Return & Refund

We want you to be completely satisfied with every product you purchase. If you need to request a return or refund, please review the following policy.

1. Return Policy

Eligible for Return Within 30 Days

You may request a return within 30 days of receiving your order if:

  • The item is unused, undamaged, and in its original condition.

  • The item is returned in its original packaging to prevent damage during shipping.

  • You contact customer support and receive return approval before sending it back.

Items Not Eligible for Return

  • Customized products (such as engraved jewelry or personalized photo albums) cannot be returned unless there is a quality issue.

  • Final sale items (such as clearance or promotional products) are not eligible for return.

2. Return Shipping Costs

  • For non-quality-related returns (such as change of mind or incorrect purchase), the buyer is responsible for return shipping costs.

  • For returns due to quality issues, damage, or incorrect items received, we will cover the return shipping costs.

3. Return Requirements

  • Items must be returned in their original packaging to ensure they are not damaged during transit.

  • If an item is damaged due to improper packaging during the return process, it may affect the eligibility for a refund.

4. Quality Issues & Order Errors

Please inspect your order upon delivery. If you experience any of the following issues, contact customer support within 7 days:

  • The item is damaged or defective.

  • There is an engraving or printing error.

  • The wrong item, color, or customized details were received.

  • An item is missing from your order.

To process your claim, please provide photos or videos as proof. We will review your case within 48 hours and offer a replacement or a full refund, including shipping costs.

Contact us at support@purrandpals.com.

5. Refund Process

  • Once the returned item is received and inspected, we will process the refund within 5 to 7 business days.

  • Refunds will be issued to the original payment method.

  • The actual time for the refund to reflect in your account depends on your bank or payment provider (typically 5 to 10 business days).

6. How to Request a Return

  1. Contact customer support at support@purrandpals.com with your order number and photos of the item, if applicable.

  2. Receive return approval and shipping instructions within 24 hours.

  3. Ship the item back and provide the tracking number.

  4. Once we receive the return, we will process the refund or exchange.